Christopher Bates

Assisted customers with Applying and renewing Virginia Medicaid benefits.

Provided 1st level support, in providing assistance on how to resolve issues with Medicaid status

• Engaged in conversation with customers to understand needs, resolve issues and answer Medicaid questions.
• Researched required information using available resources.
• Used approved scripts to de-escalate angry customers during telephone interactions.
• Provided customer service support to customers over the phone
• Demonstrated excellent verbal communication skills when interacting with customers.

• Assisted customers filing claims, for fraudulent transactions via there Bank or America/Unemployment Debit cards
• Greeted customers and provided excellent customer service.
• Maintained high levels of customer service satisfaction.
• Handled customer service inquiries in an efficient manner while providing excellent customer service.
• Attended to customer service issues.

• Streamlined technical operations through robust planning and implementation of desktop environment with keen focus on increasing organizational productivity
• Delivered quality support to multiple health care programs for deploying, managing, and optimizing various applications
• Leveraged FootPrints ticketing system to answer and resolve technical queries
• Served as Lead Administrator for Maas360 (mobile email system)
• Accomplished maximum user satisfaction by answering and resolving user technical problems
• Enhanced departmental productivity by diagnosing and troubleshooting software issues in timely manner

• Delivered quality support to customers regarding purchase of new Electronic and/or appliance
• Leveraged multiple operating systems and applications, including Windows 7, XP, Microsoft Office, internet applications, and CRM while serving as information help desk
• Delivered quality customer service by answering client calls and resolving technical issues in timely manner
• Played key role in improving departmental productivity and streamlining technical operations by installing advance operating systems and software applications
• Executed cost-effective technical solutions to reduce escalation of critical issues
• Improved reliability and sustainability of operating systems and software by configuring, optimizing, and monitoring technical systems regularly